topic Re: Phone calls not connecting in Mobile Services

Phone calls not connecting

Severnside — Sun, 28 Jan 2024 09:07:12 GMT

New to EE. Transfer/PAC all done. Phone working for wifi calls and texts (both using wifi & mobile) but cannot make phone calls - they immediately drop without connecting. Mobile strength not great but OK.

I have tried switching on/off, resetting, ejecting & re-inserting SIM, turning wifi off etc (e.g. every suggestion internet has thrown up).

Please don't tell me to call 150 - as I've said, calls will not connect 🙂 - tried texting 150 but brings me back to here/home page which only advises calling 150 (endless circle!). No, I don't have a landline.

Anyone know how resolve without using a friends phone or driving miles to a shop to find a human being 🙂 ?

Re: Phone calls not connecting

Leanne_T — Sun, 28 Jan 2024 10:06:44 GMT

Hi @Severnside

Thanks for coming to the community.

Have you tried restarting your router and reconnecting to the WiFi to see if you can make a call using WiFi Calling?

Leanne.

Re: Phone calls not connecting

Severnside — Sun, 28 Jan 2024 11:20:42 GMT

Hi Leanne,

as I said in my post, WIFI calls are not the problem - these are working just fine. Its the 'normal' mobile calls that wont connect.

Re: Phone calls not connecting

Leanne_T — Sun, 28 Jan 2024 11:23:59 GMT

I see, thanks @Severnside

Is this happening in more than one area?

Leanne.

Re: Phone calls not connecting

Severnside — Sun, 28 Jan 2024 11:29:06 GMT

Yes.

When I look in in phone settings, sim card status I see the following:

Network: EE / Mobile network state: disconnected / Service state: In service / Signal strength: -110dBm 30 asu

Re: Phone calls not connecting

Leanne_T — Sun, 28 Jan 2024 11:32:21 GMT

Thanks @Severnside

If you can make calls when connected to WiFi Calling, please call us in 150 and our tech guides will get this looked into for you.

Leanne.

Re: Phone calls not connecting

Severnside — Sun, 28 Jan 2024 11:36:09 GMT

I can make calls via Whatsapp using wifi - is this what you mean?

Re: Phone calls not connecting

Severnside — Sun, 28 Jan 2024 11:38:31 GMT

because the 150 long number is not recognized by whatsapp - how else do you recommend I do this?

Re: Phone calls not connecting

Leanne_T — Sun, 28 Jan 2024 11:42:40 GMT

Hi @Severnside

You should be able to make calls using your phone app if WiFi Calling is active and working.

If 150 does not connect can you try calling 07953 966 150 from your phone app.

Leanne.

Re: Phone calls not connecting

bristolian — Sun, 28 Jan 2024 13:26:29 GMT

@Severnside wrote:

I can make calls via Whatsapp using wifi - is this what you mean?

WiFi-calling & app-based calls are two completely different technologies.

Apps such as WhatsApp, Messenger etc merely use your phone's internet connection and manage all their activity within their own ecosystem. The mobile network or WiFi-internet connection you're using, just sees a data session and treats it accordingly.

WiFi-calling is where you make & receive calls & texts using your phones normal dialler or messaging app, and that includes calls to & from landlines. These are charged to your bill as normal usage, without any regard for whether you used WiFi or mobile service, as the radio connectivity.

If you are able to use WiFi-calling, this is still connectivity to EE's central network and thus mobile-based calls should also work. If your previous references were to app-usage, all this proves is that your phone has a working internet connection - which could be over WiFi.